Helpshift is a mobile-first customer service platform. It delivers a tremendous in-app help experience for many of the world's top mobile apps and mobile games. Helpshift pioneered in-app messaging for the support that works like modern mobile messaging apps, ensuring users never leave the app. Using bots, Helpshift can automate up to 90% of user issues, improving response times while reducing costs. All of this is delivered out-of-the-box via a simple, lightweight, and easy to integrate SDK. With Helpshift, users get a fast, always-on help experience that feels as natural as talking to friends and family.
| Support | Online | Customer Type | Freelancers Large Enterprises Medium Business Small Business |
| API | Location / Phone Number | San Francisco, California / +1 800-245-9165 | |
| Deployment | SaaS/Web/Cloud Mobile - Android Mobile - iOS | Category | Live Chat Software Help Desk Software |
Disclaimer: The pricing details were last updated on 09/07/2021 from the vendor website and may be different from actual. Please confirm with the vendor website before purchasing.
Helpshift is Live Chat Software. Helpshift offers the following functionalities:
Learn more about Helpshift features.
Yes, Helpshift provides API.
What do you like best?
About Helpshift I like the fact that I can add as many tags as I want to the tickets I work with. This is a feature that I could not use in the previous tool, where I could assign only one tag per ticket. I also like that tickets can be divided in categories according to the importance of the customers I am dealing with, underling which needs to be prioritized. I also like the fact that I can see which device customers are using and the details about their profile. This extremely helps me with my everyday requests.
What do you dislike?Sometimes it is difficult to understand how to get some features. The whole tool should be more intuitive. At the same time, I believe that every user should be able to add any options in order to better organize their own work. In my case, indeed, I need to ask someone else for the permission to add some tools and wait for their approval.
Recommendations to others considering the product:I can suggest contacting the link person between the company and Helpshift in case of doubts. Indeed, this person can be a great bridge to resolve issues and grant the best user experience.
What problems are you solving with the product? What benefits have you realized?With Helpshift, I answer the complaints coming from our customers. They might differ and not only be negative. Indeed, we reply also to our players' feedbacks and suggestions. Thanks to Helpshift we can verify the information provided pretty fast through the Metadata option.
What do you like best?
Conversations, bots, faq and campaigns in one dashboard. Everything in one place without the need for additional integration between these systems.
What do you dislike?Different criteria and filters in campaigns, automations etc. Limitations in API.
What problems are you solving with the product? What benefits have you realized?We are using HelpShift to support our players on mobile games.
What do you like best?
I really like the tool, I use it since I joined the company where I work. It has been two years using this tool and I feel totally safe in saying that it has benefited the entire operation of my work. When you really learn to use all the resources, there are no limits to how far the tool will take you.
What do you dislike?Many times the tool had errors and it made me a little nervous. But the support of my company soon got in touch with the support of the tool and they helped instantly. It was extremely gratifying to know that because the tool was what commanded the operation of my company and without it, we would be left without action.
Recommendations to others considering the product:If you are looking for a complete tool that will leverage your business, I recommend using helpshift. The experience is unique and your productivity will grow in a way that is even difficult to manage. Whenever you think of a tool for customer service, take HS into account. I do not regret using it.
What problems are you solving with the product? What benefits have you realized?The tool was what commanded the operation of my company and without it, we would be left without action. When you really learn to use all the resources, there are no limits to how far the tool will take you. I said that above and I repeat. The productivity of the operation, when compared with the previous tool, is exponentially higher.
What do you like best?
It is a great tool to fulfill our customer needs and contact
What do you dislike?The tabs might be a little more organized and placed in a better way. The prices are a bit high
Recommendations to others considering the product:If you handle big loads of customer requirements and inquiries this is the right tool to use
What problems are you solving with the product? What benefits have you realized?Customer Support tickets and interactions. Easy to interact with our customers and provide them with the service we want.
What do you like best?
Ticket assigning to my colleagues. We can also filter the junk tickets so they are not escalated to the Senior staff.
What do you dislike?The interface. The review system also, it does not give detailed reviews from the clients, only a star rating.
What problems are you solving with the product? What benefits have you realized?Helpshift helps us pick up patterns with in game bugs.
PROS & CONS
What are the best aspects of this product?
Helpshift is a powerful tool that helps us immediately respond to customer service requests done through our mobile app. Data and analytics are also helpful and has allowed us to easily roll out automated FAQs and templates according to our customers' needs.
What aspects are problematic or could work better?
Improvements have been done over the years, and we look forward to a few more such as requests that come via email.
What specific problems in your company were solved by this product?
Immediate response to CS requests through our mobile app
Are you a current user of this product?
Yes
PROS & CONS
What are the best aspects of this product?
Helpshift is user-friendly and provides shortcuts that speed up the support process, including FAQs. It also provides useful analytics data and insights I need.
What aspects are problematic or could work better?
We would appreciate fewer SDK updates that take time to work on. The FAQs can also use more sub-sections to help with navigation and details.
What specific problems in your company were solved by this product?
It's quicker and easier to use, and the players use the FAQs more often.
Are you a current user of this product?
Yes
PROS & CONS
What are the best aspects of this product?
Being able to automate several support functions including notifications, metadata delivery and in-app chats.
What aspects are problematic or could work better?
Bugs that came up have already been sorted.
What specific problems in your company were solved by this product?
We were able to help more of our users in real-time, with automated filtering in place for resolving concerns, answering questions and receiving feedback of up to a million daily.
Are you a current user of this product?
Yes
PROS & CONS
What are the best aspects of this product?
Helpshift is so convenient and helpful when it comes to concise notifications and tracking previous concerns
What aspects are problematic or could work better?
Integrating desktop notifications in the same program would also be useful
What specific problems in your company were solved by this product?
We were able to solve duplicated entries and issues within the platform much more quickly and easily. It also saves time for our clients, compared to when they had to email.
Are you a current user of this product?
Yes
PROS & CONS
What are the best aspects of this product?
Helpshift is intuitive to what I need and it's very user-friendly. Being able to customize features, bulk actions and search shortcuts allowed me to be more efficient.
What aspects are problematic or could work better?
I sometimes wish the platform can be more mobile-friendly, but maybe that's still a good thing: we can't have too much work taken from us!
What specific problems in your company were solved by this product?
Work is more streamlined and being able to provide solutions to technical issues in real-time is very useful.
Are you a current user of this product?
Yes
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